El constructo "Involvement" y la satisfacción del cliente en hostelería: medición y utilidadmedición y utilidad

Resumo

Most of the satisfaction and perceived quality studies, are based on the clients valuation about the products and services that the organizations provide them. This perspective starts from a rationalist conception that assumes people analyse carefully ali the attributes of service and evaluates them as positive or negative. The work that is showed here, assumes that people are not always rational, and satisfaction depends on the experience of emotions and the establishment of a link between marks, establishment and consumers. lmplication or involvement constructo, widely studied in advertisement and commercial products areas, gathers affective and cognitive components of subject-object relation and, thanks to that, it becomes a very useful measurement for the explanation and prediction of consumers · behaviour. From our point of view, this one becomes in a psychological variable that helps to the consumers satisfaction research.